| Publisher | NICE Systems | ||
|---|---|---|---|
| Format | 244.1KB PDF | Date added | 12 Jan 2006 |
| Topics | Customer Support Services | ||
| Downloads | 10 | ||
With the perception that the workforce planning team "Controls" contact center agent's lives, the best way to soothe the beast is to return a little bit of that control. This paper describes how making the vacation planning processes, schedule changes and performance statistics accessible to individual agents can improve productivity and morale. It also illustrates how self service decreases the supervisors and workforce management team's workload while ensuring agent fairness. The paper explains how self service can help the center improve attrition, boost morale and realize substantial cost savings.
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